Manager, Payments Customer Success

See yourself in the team

Payments Customer Success is within the Payments Domain in Business Bank. The Payments Domain is responsible for CBA’s portfolio of domestic and international payments products for all customer segments (including NPP, International Money Transfers, BPAY, Direct Entry).

The Payments Domain also manages CBA’s payments advocacy and representation to Government, regulators and industry bodies – as well as relationship pricing. The Payments Customer Success team works closely with each of these areas, as well as product, frontline, transaction banking specialists, segment, marketing, risk and technology.

Payments Customer Success supports three key functions:

• Development and implementation of our Customer Success strategy to help drive growth and customer satisfaction in our payment products

• Optimise engagement with frontline and transaction banking specialists to help drive customer outcomes and portfolio growth. This includes being the single point of contact for presale consultation services for high value strategic client acquisitions and multi-product deals

• Champion the customer across the Payment Domain to improve customer NPS scores e.g. Complaints analysis

Do work that matters

As Manager, Payments Customer Success, you will support the Payments Customer Success team and the development and management of its strategy. This is a highly visible and strategic role responsible for identifying and executing strategies to drive growth in our payment products and engagement of frontline.

You will be part of a team that is the single point of contact for the frontline teams on behalf of the Payments product team. You will provide support in presales consultation services to high value strategic client acquisitions, complex multi-product deal support, RFP response input and review, as well as cross sell to existing customers.

You can be involved in key initiatives and projects for the Payments product team, in line with the business strategy and priorities.

To be successful in this role, some of the broad roles and responsibilities may include:

• Supporting the development and implementation of Payments Customer Success Strategy to drive payment product growth and improve client NPS

• Supporting new to Bank acquisitions and cross-sell initiatives for the Payments products within the Business Banking (BB) and Institutional Banking and Markets (IB&M) businesses

• Supporting client awareness of Payment products through collaboration with Marketing and Corporate affairs

• Representing the Payments product team and partner with frontline to contribute on major RFP responses

• Being curious for the latest industry and customer trends that are driving developments in the Payments products and a passion for imparting these insights to customers and segments within Commonwealth Bank.

• Being a channel for sales staff and customer feedback to enhance the development of new products and services in line with the needs of the market and the business

• Developing and maintaining good relationships with key stakeholders within CBA to ensure that they understand the business drivers and remain engaged, and that their expectations are met

• Work with product managers and deliver critical payment initiatives in line with business strategy and priorities

• Proactively manage and minimise risks for product and initiative development activities as well as uplifting controls as appropriate. Ensure compliance with the Group Product Development and Distribution Policy.

We’re interested in hearing from people who possess the following:

• Professional services experience, with background in Payments, Transaction Banking, and/or Frontline

• Ability to analyze data and make informed decisions.

• Knowledge of industry regulations and best practices.

• University degree qualification in business, economics, technology, law or commercially-related discipline

Working with us

We support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in.